Success Goals helps you define what will make your customers successful with a measurable metric, build a plan to help attain that success, and easily track and quantify the progress towards that metric.
It contains a playbook that captures what a customer success team should do as a series of tasks in order to achieve a goal. Say, first-year renewal.
A playbook for first-year renewal success goal for the high-touch customer segment might look something like this:
CS Intro → Health check call → Tickets review with TAM → Feature updates email → Metrics/goals review → QBR → Renewal email → Sales/contract negotiation → Renewal completion
A success goal is always anchored to a business outcome to be achieved. It facilitates a CSM to achieve the desired goal and provides them with all the intermittent checkpoints they need to complete along the way. These checkpoints can include meetings and tasks.
Administrators can define custom playbooks and use Goal automation to prescribe Goals that customer success managers (CSMs) need to finish to keep their portfolios healthy. This allows standardization of a framework at every stage of the customer lifecycle across the team as well as measure and report against it.